Major Centrelink booking change to tackle 'frustrating' long wait times: ‘At last’

Centrelink recipients can now schedule appointments with Services Australia online. The new national online booking system means Aussies can avoid waiting in line at service centres, or sitting on the phone on hold.

Centrelink customers can book a 15-minute phone appointment or a 30-minute face-to-face appointment with a staff member at more than 300 service centres nationally. More than 81,700 appointments have already been made since the system launched, following a pilot in Hobart earlier this year.

Some Centrelink recipients have told Yahoo Finance they have been left frustrated when trying to get through to Centrelink over the phone, only to be “hung up on” and left waiting for hours at a time.

A father of six who lived 80 kilometres from the nearest office said he was unable to contact the government service for weeks.

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“I’ve been stuck in limbo for six weeks with no income, getting further and further in debt because everything is being deferred," Andrew Burt said.

Meredith lives 100 kilometres away and with no car, ended up having her payments cancelled after not being able to get in contact.

“I was getting hung up on all day, repeatedly,” Meredith said.

Do you have a Centrelink story to share? Contact tamika.seeto@yahooinc.com

“Even when you ring at 8 o’clock in the morning - which is on the dot when the phone lines open - an hour has been the quickest time and it’s been up to an hour and a half. That’s when the phone lines open, otherwise you don’t get through.”

'Skip the queue': Game-changer after millions of calls unanswered

Government Services Minister Bill Shorten has encouraged Aussies to use the new online booking system and said it means they will be able to skip the queues.

“At last, you can book appointments to see Services Australia online, not just turn up and be kept waiting,” he said.

“People can go online and choose a time that suits them for an appointment, either on the phone or at their chosen service centre, and they don’t have to spend time in a queue.”

Shorten said the online booking option would be helpful for older and younger Aussies, people with disability, parents with young children and carers.

He said the government service was also working to reduce Centrelink claim backlogs and phone wait times, with recent data finding more than 11 million calls went unanswered in the year to April.

“The recent onboarding of an additional 3,000 staff has already reduced claims backlogs and phone wait times,” he said.

“The online appointment booking capability is another step [in] the right direction toward improving access to service.”

The government confirmed more than five million payments and pensions, including the Age Pension and JobSeeker, would increase on September 20 when indexation takes effect. You can see the increases here.

How do I book a Centrelink appointment online?

Centrelink customers can book an appointment online using their Centrelink online account through myGov by selecting the “Manage appointments” service, or through the Centrelink Express Plus mobile app by selecting the “Appointments” service.

You can book an appointment for help with:

• ABSTUDY

• Age Pension

• Carer Payment

• Digital Coaching

• Disability Support Pension

• JobSeeker Payment

• Parenting Payment – partnered

• Parenting Payment – single

• Youth Allowance

• My Aged Care - general face-to-face appointments

Services Australia has a step-by-step guide for managing appointments here. It includes how to book, reschedule or cancel some appointments

Customers can also book appointments by calling Services Australia or in person at a service centre.

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